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The Specialist client Support Group will be largely responsible for providing customer support to the Top 50 customers within our UK site. They will be much more customer service focused, liasing directly with the customers and providing a central reference point within the company. This group will consist only of staff with a proven track record in Customer Service and a real talent in this area. As a company, we must focus on our Top customers in order to maintain and grow the business in these areas.
The major responsibilities for this area will be:
- Management of the Top 50 Accounts
- Carry out 6 monthly Audits with each of these clients
- Carry out client on site visit as required
- Set up New Accounts and New users
- Liase directly with the Clients
- Implement Change Management procedure for each client to control any changes made to the account set up and provide an audit trail of these changes.
- Handle any specialist reporting requirements
- Deal with any Scheduled reporting requirements
- All general incoming emails
- Create and maintain a portfolio for each client
- Quarterly account reviews in conjunction with the Account Manager or Client Relations Manager
- Manage and maintain all users under each account
- 1st line for all incoming telephone calls to the Department
- Hourly check ( only on top 50 accounts)
- Deal with incoming emails (top 50 only)
- Take ownership of any issue or problem and ensure it is satisfactorily resolved in an acceptable time frame.
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